Amanda Capps
Rogers,AR
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
28
28
years of professional experience
Work History
Customer Service Representative Lead
Demme Learning Inc.
Lititz, PA
03.2010 - Current
- Onboarded and trained customer representatives to meet performance and service goals.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Mentored junior staff, providing guidance on best practices in customer service.
- Sought ways to improve processes and services provided.
- Implemented customer service policies and procedures for consistent performance standards.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Office Administrative Assistant
Riverside Academics
Eureka Springs, AR
01.1996 - 01.2010
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Responded to inquiries from callers seeking information.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Created and updated records and files to maintain document compliance.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Retail Sales Associate
Kerusso
Eureka Springs, AR
03.1999 - 03.2002
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Recommended complementary purchases to customers, increasing revenue.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Increased sales revenue through effective product recommendations tailored to individual customers.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Managed efficient cash register operations.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Greeted customers and helped with product questions, selections, and purchases.
Education
High School Diploma -
Riverside Academy
Eureka Springs, AR06.2000
Skills
- Data Entry
- Service Upselling
- Route Management
- Brand representation
- Professional telephone demeanor
- Merchandise Orders and Exchanges
- Calm Under Pressure
- International sales support
- Product and service knowledge
- Order Processing
- Escalation management
- LiveChat Messaging
- Recordkeeping strengths
- 94 wpm Typing Speed
Timeline
Customer Service Representative Lead
Demme Learning Inc.
03.2010 - Current
Retail Sales Associate
Kerusso
03.1999 - 03.2002
Office Administrative Assistant
Riverside Academics
01.1996 - 01.2010
High School Diploma -
Riverside Academy